eClaims - FAQs

Timeline

Yes. You can access our eClaims platform on any device, any time.
Paper claims form is still accepted. However, we recommend online submission for faster processing and reimbursement.
In the unlikely event that the system is unavailable, please continue to submit your claim online when the system is back in service. We will take this into account when processing your claim.

eClaims Documents

No, there is no need to submit them. However, you should keep the original receipts and supporting documents for 90 days after your claim submission. During this period, QBE Hong Kong may request the original copies for auditing purposes.
You can simply reply to the claim confirmation email and attach the correct supporting documents.
We will contact you via email if additional supporting documents are required to process your claim. Simply reply to the email with the required documents.
We accept a variety of formats: doc, docx, xls, xlsx, pdf, txt, jpg, jpeg, png, gif, avi, mgg, mp4, mov, wmv.

eClaim Status

You can now check your claim status here. 

Please contact your agent or broker or QBE Hong Kong's Claims Services team at:

claims.hk@qbe.com / +852 2877 8608
claims.qgi@qbe.com / +852 2828 3133 (for Hang Seng Bank customers)

(Monday to Friday 9:00am – 5:30pm)

Please contact our Claims Services team at:

claims.hk@qbe.com / +852 2877 8608
claims.qgi@qbe.com / +852 2828 3133 (for Hang Seng Bank customers)

(Monday to Friday 9:00am – 5:30pm)

eClaims Payment

No, we do not accept change of payee to a family member. The payee must be the policyholder or the insured.
No. The payment can only be made to a bank account.
Please check your bank statement or card and enter the right payee name.

If this happens during your online claim registration, you can click ‘Back’ at the top of the screen to correct.

If your claim has already been submitted, please contact our Claims Services team at:

claims.hk@qbe.com / +852 2877 8608
claims.qgi@qbe.com / +852 2828 3133 (for Hang Seng Bank customers)

(Monday to Friday 9:00am – 5:30pm)

eClaims Submission

Yes. Please submit a new claim online with relevant receipts and supporting documents.
Yes. You can click 'Save For Later' at the bottom of the screen. Following that, you will receive an email with a URL which you can access to resume the claim registration later.
Yes. Your agent or broker will be able to assist you with your online claim submission.
Only a person of at least 18 years of age can file a claim. A parent or guardian can submit the claim on his/her behalf.
Please report the amount in its original currency as shown on your receipts / supporting documents.

Contact QBE Claims

Please contact your agent or broker, or QBE Hong Kong's Claims Services team at:

claims.hk@qbe.com / +852 2877 8608
claims.qgi@qbe.com / +852 2828 3133 (for Hang Seng Bank customers)

(Monday to Friday 9:00am – 5:30pm)

Please contact our Claims Services team at:

claims.hk@qbe.com / +852 2877 8608
claims.qgi@qbe.com / +852 2828 3133 (for Hang Seng Bank customers)

(Monday to Friday 9:00am – 5:30pm)

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